When it came to perfecting the customer experience, Walt Disney knew this was the key paid DisneyInstitute
, we were recently conducting a brainstorming session with our team for future content ideas, and we found ourselves reflecting on the phrase, “simple is the new smart.” This reminded us of a principle we often share with our business clients and guests:Walt Disney was a master at this philosophy.
That does not mean we should ignore traditional research methods. In fact, Disney parks and resorts employto know who our guests are, and to understand what they want and expect from their Disney experiences. But, we then must go into our parks, resorts, stores, theaters, ships, etc. to validate that our guests’ wants and expectations are actually being met and find out how to make the customer experience even better.
“When it was suggested that an administration building be erected for the management at Disneyland, Walt was vehemently opposed. ‘I don’t want you guys sitting behind desks,” he said. ‘I want you out in the park, watching what people are doing and finding out how you can make the place more enjoyable for them.’” And, when Walt learned that his staff had been leaving the property to eat lunch, he steamed. ‘Stand in line with the people…don’t go off the lot to eat like you guys have been doing.
Walt even went so far as to construct a personal apartment inside Disneyland, above the Fire Station and overlooking Town Square, from where he could watch guests as they got their first impressions of the park. Walt clearly understood that customers were the most important—and final—judges of the entertainment experience., out in their business locations interacting with fellow cast members and guests.
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